Ace Auto Protect Avis 

Please run and dont even do business with this company. They will take your money. No proper coverage, and they will give you the run around. Please just run and find someone else.

I purchased a motorcycle policy from Ace Auto protect which didn't cover a motorcycle. It covered a Honda car. I canceled the policy in July. They got the paperwork which I sent back in August. At first they told me it was a 60-day wait to get your money back. I waited 60 days and called no money. And then they told me it was a 60-day business days. Wait. So in November I called and I still didn't get any money. Well here it is. December 13th, I've been told twice the check has been mailed. It has not arrived. I believe Ace Auto protect is a scam and you should be aware of doing business with them. I am going to report them to the Florida attorney general's office.

I purchased what was described as essentially a "bumper-to-bumper" warranty for my 2021 Cadillac Escalade. Just a few thousand miles outside of the factory warranty, a headlamp module went bad so I took it to the dealership, assuming that it was a covered electrical component (like almost ALL other extended warranties cover as it typically qualifies as being part of the electrical system). However, after Ace denied coverage and refused to cover the $1000.00+ repair, I contacted the agent who sold me the plan who referred me to the customer service department. Customer service told me it was not covered, but because this was my first claim, he would see what could be done and call me back that same day. When asked why it was not covered even though it is generally considered an electrical component, I was told something to the effect of "its listed in your contract as not being covered"). Two days later, after never hearing back from Ace Auto Protect, the dealership contacted me and told me I needed to pay out of pocket.

I am very disappointed not only with the lack of coverage of what was pitched as essentially a "bumper-to-bumper" extended warranty designed to alleviate the stress of costly repairs, but also the customer service department never reaching back out to me after specifically saying "by the end of the day."

Long story short, now I am about to pay for a repair that costs almost half of what I paid for my extended warranty through Ace Auto Protect. I won't be referring Ace Auto Protect to anyone. Don't waste your time or money.

I am appalled by the handling of my elderly mother's extended warranty claim by Ace Auto Protect. She purchased the warranty for $950 in good faith, expecting the promised protection. When she needed it most, her $4,887.54 claim was denied under a flimsy excuse about “black” transmission fluid, which the company claimed was evidence of improper maintenance.

After consulting with Jack at Leon’s Transmissions and conducting research, it’s clear that burnt or blackened transmission fluid is often a symptom of a failing transmission—not evidence of neglect. Transmission fluid can become black due to overheating, internal failure, or contamination, all of which fall under the scope of a covered mechanical breakdown. This denial feels like a predatory tactic, unfairly shifting blame to the customer to avoid paying for repairs.

Adding insult to injury, we’ve reached out 9-10 times via phone, email, and even physical mail since the denial, and no one from Ace Auto Protect has bothered to respond. The complete lack of communication shows a stunning level of disregard for their customers.

This experience has made it clear that Ace Auto Protect not only refuses to honor their agreements but also fails to provide even basic customer service. If you're considering this company, save yourself the frustration and avoid them—they’ll take your money and leave you hanging when you need them most.

Do not trust Ace Auto Protect. Their practices are exploitative, and their customer support is nonexistent.

I purchased a policy from Ace Auto Protect on July 8, and by August 8, when I needed to use it for my vehicle repair, my claim was unexpectedly denied. I reached out to their customer service to request a refund for my deposit of $500, along with the $80 I paid for the first month. Although they initially agreed to the refund, they required me to provide a copy of my odometer reading with the current mileage, as well as a notarized letter signed and dated.
After I complied and sent the necessary documentation, I was informed that I would receive my refund within 60 days. However, it has now been over 60 days, and I still have not received my money back. The lack of communication and transparency from this company has been incredibly frustrating. I feel this company is operating fraudulently, and they need to not only issue my refund but also compensate me for the time and stress this situation has caused.
I strongly advise against doing business with Ace Auto Protect. Save yourself the trouble!

ACE collects the expensive premium (paid them $730), but they don't honor the contract when you have a legitimate claim from a dealership. They calculate the parts and labor costs of repairs to conveniently equals to your out of pocket $100 deductible so they avoid paying a penny to get your vehicle repaired. They make you wait for hours on the phone to get a hold of a support agent, and the dealership experienced the same when trying to open a claim. They waited for 10 days to give any sort of response to the dealer. 1. Unreasonably Low Labor Rate
ACE claims that their approval of 0.5 hours at $125/hour for labor is consistent with market rates. However, research shows the average labor rate in Phoenix, AZ, ranges from $125 to $140 per hour, with some specialized repairs exceeding $150/hour​
​
. Furthermore, 0.5 hours of labor grossly underestimates the time required to diagnose and replace a crankshaft sensor, as verified by Chapman Ford’s detailed estimate of 1.5 hours of labor at the dealership’s standard rate.

This practice undercuts the actual cost of necessary repairs, effectively leaving consumers with the financial burden despite having paid for comprehensive warranty coverage.

2. Partial Repairs Are Inadequate
Replacing only the crankshaft sensor will not address the root cause of the problem or restore my car to full operational condition. Chapman Ford’s professional assessment includes necessary diagnostics and related repairs, which ACE has ignored. This approach risks further damage to the vehicle, violating the purpose of the warranty to provide complete and effective repairs.

3. Coverage Should Align with Authorized Dealer Recommendations
The whole premise of purchasing a Platinum Elite plan is to ensure that repairs recommended by the vehicle’s authorized dealer (Chapman Ford, in this case) are covered. ACE's refusal to align with Chapman Ford’s assessment undermines the core benefit of the warranty. Their approval of partial repairs using an alternate cost calculation is not consistent with the plan's advertised purpose or industry standards.

4. Compliance with ACE’s Instructions at Personal Expense
ACE advised me to tow my vehicle to an authorized repair shop to prevent further damage. Despite the vehicle being drivable, I incurred the towing expense to follow ACE's guidelines. This demonstrates my good faith compliance with their process, only for them to unreasonably deny coverage for the full cost of necessary repairs.

5. Deceptive Practices and Potential Breach of Consumer Protection Laws
ACE’s conduct appears designed to limit payouts while collecting high premiums, effectively providing little to no value.

The customer service is nonexitant 0 SERVICE ITS SCAM

Been waiting for my refund since June 14/24 keep getting run around about them sending check but never received check it happened on 3 different times and every time it's the same thing it goes under investigation and I have to wait another 10-14 business days this been going on since August they owe me my money and I can't get it it's hard time out here please someone tell me what can I do

On 08-31-24, I took my car to the shop to have 2 new lower control arms installed, I gave Ace Auto Protect all of the information needed to file a claim for repairs, the repairs was completed the same day. I paid for the repairs and uploaded the receipts for parts and labor a few days after the repairs, to be reimbursed. On 09-09-24 the claim was approved. On 09-24-24 I called Ace Auto Protect to inquire about the reimbursement and the representative told me that a check will be sent to me in 30 days. As of today, I haven't received that check or a single return call from anyone concerning this matter. It appears to me that Ace Auto Protect has no plans on honoring their contract. I'm giving them the opportunity to do the right thing. I would like to add that the parts and labor needed for the repair of my vehicle is covered under my contract. I followed all of the correct procedures to file a claim for the repairs and the claim has been approved. There's nothing more for me to explain.

This company is quick to collect but does not pay the claim that they had authorized (took much back and forth to authorize a covered repair that cost less than half the premium I paid for the insurance. It has been 6 months since the authorized repair bill was admittedly received by them and each month that I follow up, I end up talking to someone in ‘customer service’ with background noise like he/she is working from his home kitchen, who tells me they have no details on the payment and someone will call me back. I asked to speak to their so-called ‘Finance’, to whom I am told they couldn’t transfer the call but every time they connect me to a voicemail where I leave my phone number for them to call me back. I just told them that I am canceling my extended warranty (no paid claim over the last 10 months except for a $50 oil-change which was paid by a company with another name who credited for $50 the bank card I used to pay them for the 3-year insurance). I was told to expect an email for the cancellation. Still no email. This company needs to be investigated by the California Insurance Commissioner as I highly suspect fraud. I will research how to make that happen.

The customer service is nonexitant. You need a letter from God to get things done, and even then it needs to be "notarized" R U kidding me? My repair center FORD MOTOR CO. (Can't get better than that) says they have never had a warrenty company ask for so much. I am not a fan of "Ace Auto Protect" The website says 24/7 but you will get an answering service and never get a call back..im convinced Ace has no dedicated "claims dept" they did nothing to reach out to my fully reputable repair service.

My vehicle was totaled in April 2024. I was told for 5 months my check was being processed. I was told checks cut last Friday of month. On September 27th mine was supposed to have been mailed. I called October 11th no check they said call back I have not received. I call on 10-15-24 and was told a note on account asking for a notarized letter that was receivedon May 17th. I mailed it certified mail and sent them the return copy of the green card stamped received. I asked for a supervisor and call put back in que not even a courtesy or heads up. Up until today I still have not received no refund

I had the worst experience with Ace Auto Protect. They will mislead you until you sign the contract. You will never hear back from them again once you sign the contract and paid the money. They will keep delaying your claim, and keep waiting for months. Then they will deny your claim. They don't tell you the full truth about . They will let you know that when you need to fix your car, you have to bring a three years history on your used car, so you will never get your car fixed.
My car stayed at the dealership for more than a month, and I ended up without fixing my car. Don't go to this people, and I don't recommend them to anyone.

After dealing with many frustrating issues with this company, I decided to cancel. I I’m still waiting for my money. I’ve been told it was gonna hit any day now. Now, after all that I have been told that my form needed to be notarized. When in the beginning, they told me it didn’t. But now after the 15 day waiting period when I still have not gotten my money, this is what they’re telling me now. Now I’m going to go have my phone not but I feel that I have lost the money, especially the way I’ve been treated by this company. Please please if you do not want to go through any frustrating issues the way I have do not use this company.

I manage a auto repair shop and called in a cliam was given authorization and now 4 months later am still trying to get paid. left multiple voicemails no one has ever return a call. only person i so peak to is receptionist and sends me to voicemail

These guys are THIEVES! IF I could give it 0 stars I would. I cancelled my warranty back in March of 2024 - I had never used the warranty and sold my car. Per the terms of the agreement, I was entitled to a refund minus fees. I had to go through a convoluted process of sending them a NOTARIZED cancellation letter, and then waiting 60 BUSINESS days for the refund to process. I waited - impatiently - to the middle of June where I was told the check would be mailed. But not until the last Friday of the month -ok odd. The first check was supposedly mailed on June 28, 2024. I waited three weeks - no check. I live in California, these fraudsters are in Georgia. I called back. Got the run around for another week, and was told a second check was mailed out to me on July 26, 2024. I waited three more weeks - NO CHECK. I called back. They didn't answer. I called back again, got the run around. I called back a third time and asked to speak to a supervisor - got a voicemail of a Thomas Williams - never heard back. On August 29th I was told a THIRD CHECK would be mailed to me on August 30th. I called and confirmed the check was mailed on August 30th and received a third check number. It's now September 13th, and I have not received the almost $3000 I am owed for cancelling my policy.

No one should use this company and Trustpilot should remove them . My next course of action is to file a small claims against these fraudsters in the State of Georgia.

I purchased this for my daughters BMW 330E. It started dumping coolant out due to a failure in the oil filter housing. I called to ask about the claim and the women i spoke to was very rude demanding I read the contact. Told me she could not point me to the area where this part was excluded, but just read the contact. I asked what the procedure was canceling the contract and she stated she would send me information. Without my request, she canceled my contact. I received an email confirming my cancelation to which i called back. I was told the only was i could re-instate my contact was to send a letter, though the mail to the main address in Delaware requesting re-instatement. Terrible post sale customer service!

We have been waiting for a check for my repairs that was approved for three months; we have had to pay for the repairs to get my car out of the BMW delayer; we send emails and calls and nothing, horrible customer service. 8/14/24

This company charged my son 1,900 dollars for a warranty and he can't get them to contact the car dealership for approval of services. I think they need reality check like a class action suit . I'm reporting the to the Attorney General's office in Delaware !

Took my car in to my mechanic for two front wheel hub bearings replacement. My mechanic submitted a claim for approval of the bearings and still no response from claims. I even called several times and they gave not only my mechanic, but me the runaround as well. They kept saying that my mechanic will have a response later in the day for the past three days and nothing from them. I do regret of signing up with Ace Auto Protect. I’m so fed up with the unprofessionalism that I’m on the verge of canceling my insurance with them. Anyone even thinking of choosing this company please, don’t waste your time. They’re nothing but a bunch of liars.